Amid today’s ongoing economic uncertainty, customer experience issues are without a doubt now hitting brands and businesses where it hurts most—new research from global Fintech leader Broadridge Financial Solutions reveals that about two-thirds (65 percent) of...

Brands in motion: Corporate reputation is a leading factor in health-treatment decisions
Regardless of industry, a brand’s integrity begins and ends with its reputation—and nowhere is this more important than in the life-saving decisions made by healthcare professionals. Indeed, all around the world, those pros want the peace of mind that they are...
2023 state of customer engagement: Solving disconnects between brands and consumers on CX and AI
Newly released research from conversational AI firm LivePerson provides a detailed look at how both enterprises and their customers view digital experiences, conversational commerce, and chatbots and AI—revealing a significant disconnect between what brands deliver...
Advertising paradox: New study measures privacy vs. personalization in ads
When it comes to digital advertising, consumers want a custom experience—but not at the expense of privacy. New survey research from marketing solutions firm Vericast examines and validates this paradox about personal data—which puts marketers in a tough spot. The...
State of business comms in 2023: Poor workplace communication sinking productivity and performance
As comms pros are well aware, effective communication is essential to meet new business, customer, and workforce demands as brands and businesses navigate continued market pressures and workplace transformation—but new research from AI-enabled communication platform...
Disruptive B2B buying behaviors call for reevaluating go-to-market strategies
Millennials and Gen Z constitute almost two-thirds (64 percent) of business buyers, with Millennials making up more than half of all buyers—and these younger buyers are more demanding, engaging in more buying activities, and more willing to express their...
Amid economic uncertainty and political turbulence, ethics in business takes top priority
Brands and businesses need to be paying even more attention to their ethics and compliance (E&C) efforts to ensure resilience and optimal performance, especially as global economic and geopolitical threats loom large, asserts new research from ethical culture firm...
The 2023 path to AI maturity: Many companies have reached the mature level—but at what cost?
Brands and businesses have evolved in their AI journeys, with nearly half (48 percent) of organizations where AI is in production or already a part of business DNA rating themselves at the mature level, new research from AI training data firm LXT finds. But to achieve...
1 in 3 website visits are frustrating customers—and causing revenue loss
Many brands are losing customers where it hurts most—when they’re trying to convert, particularly on mobile devices. Meanwhile, those that offer seamless cross-device CX, particularly on the top three high-trafficked website areas—product detail pages, category pages,...
How brands are missing out on revenue by not engaging effectively with diverse communities
At a time of economic uncertainty, brands are missing out on significant revenue and market share growth opportunities—and jeopardizing future growth—due to a lack of appropriate and purposeful focus on Black, Hispanic, Asian and LGBTQIA+ communities, new research...
Consumers don’t need brands to take sides, Ruder Finn survey finds—they just want to be heard
Despite the well-expressed expectations of today’s consumers, brands and businesses are understandably hesitant to take sides on hot-button societal issues, but new research from comms giant Ruder Finn brings these leaders and companies some much-sought...
Despite economic uncertainty, enterprises are increasing their 2023 digital CX budgets
As the customer experience rises to top priority, large companies are taking CX action to meet demand—new research from disruption-focused digital CX firm TELUS International reveals that close to three-quarters (72 percent) of enterprise executives will be spending...